• Provide Level II technical support, assist management with the development, design and support of complex telecommunication applications and systems to deliver data, voice, and video services across various applications securely (carrier routing, applications integration, network segmentation, network security, firewall traversal, access and perimeter control, vulnerability management, intrusion detection and security monitoring)• Assist with escalated issues requiring advanced/expert knowledge and experience with appropriate products • Review work orders and assess the time already spent with the customer so that the work is prioritized and time management is sufficiently utilized• Install complex telecommunications software, patching, maintenance, support, reporting and configuration• Lead and develop advanced (workforce management application that has a moderate integration to call recording system) telecommunications application and system testing, analysis, remediation, compliance and vulnerability management• Initiate the development of records and reports for multiple telecommunications environments, software, hardware, circuits, configurations, inventory and billing. Develop project and incident status updates to business, clients and management as required

• 22+ years of hands-on experience in designing, implementing, and supporting Avaya, Fuze, 8x8, Microsoft Teams, Five9, Genesys voice communication systems.• In-depth knowledge of Avaya Aura Communication Manager, Session Manager, System Manager, and associated components• Familiarity with Avaya physical hardware (S8300’s/LSP, G450 and G650) and troubleshooting various software and hardware issues• Experience deploying, configuring, and supporting Avaya Agent for Desktop, Avaya Workplaces for Desktop, Google Workspace, and Avaya Workplaces for iPhone• Strong understanding of Voice over IP (VoIP) technologies, protocols (SIP, H.323, RTP), and codecs• Proficiency in troubleshooting Avaya endpoints, gateways, media servers, and session border controllers • Work with telephony carriers to troubleshooting routing issues, redirecting numbers, and running reports• Solid understanding of network protocols, LAN/WAN technologies, and network security principles• Perform administration of the firm’s telephone and voicemail system, which includes system programming, moves, adds, and changes (MAC), and performed system upgrades as required• Knowledge of Call Recording, Screen Capture, and Quality monitoring applications• Experience with Microsoft Teams Voice and Cloud Contact Center Technologies • Provide break/fix support to customers on RightFax solutions and escalation situations• Manage customer service requests and problem diagnostics• Perform RightFax software installations, product updates, and other professional services as required • Onboard new customers to all systems environment • Assess and prioritize customer service request through internal ticketing and tracking systems

• Performed administration of the firm’s telephone and voicemail system, which included system programming, moves, adds, and changes (MAC), and performed system upgrades as required• Worked with different engineering departments to ensure integration and quality of service of telephony systems with other services and systems• Performed daily reviews of systems and metrics to ensure that systems operated within Service Level Agreements (SLA).• Provided ongoing training on telephone and voicemail systems to end-user and technical staff.• Maintained and updated telecom documentation, files, and records, including the Standard Operating Procedures (SOP), to ensure continuous operations.• Evaluated and recommended improvements to the firm’s telephony systems and infrastructure.• Assisted in the review of vendor contracts and maintenance agreements; monitored contracts for compliance and reconciled all telecommunications invoices for payment.• Provided mentorship and knowledge transfer to other members of the team• Maintained professional decorum when representing the IT department to attorneys and staff.• Provided telephony features and operational procedures training to end-user and technical staff as required.• Willingness to perform additional duties as assigned.• Provide 24x7 support as needed.• Reviewed systems daily and resolved all issues on a timely basis.• Worked on support tickets and requests as assigned.

Contractor @ Fresenius Medical Care• Specialized on Teams, Fuze, and Avaya VOIP phone installations.• Worked with clients on Contact Center design builds and made moderate scripting changes to call flow designs.• Served as senior subject matter expert in the field of Unified Communications, maintaining a strong understanding of the field and its related technologies.• Provided technical support to ensure the ongoing efficient and reliable operations of related information systems.• Served as technical mentor to other members of the team, and allocated resources and budgets as applicable.• Collaborated with other IT and business groups, readily sharing information with others.• Responded via telephone or electronically to inquiries and requests for assistance.• Identified problems, categorized issues, prioritized work, troubleshooted, and provided advice to end-users.• Provided consultation, support, and/or training to clients of equipment.• Coordinate with other Help Desk team members to resolve problems, if necessary, and dispose of tickets within Service Level Agreements (SLA) guidelines.• Created, updated, and maintained documentation (e.g., instructional documents, ticket assignments, troubleshooting documents, etc.) to assess productivity, status and to provide instructions for others to follow when performing a task. This task also required knowledge of specialized software such as Microsoft Visio to create diagrams.

Senior Telecommunications Analyst 11/2008 – 07/2020 • Designed, configured, and deployed voice communication systems, including VoIP solutions, telephony gateways, and session border controllers• Collaborated with stakeholders to gather requirements and design voice network architectures that meet business needs• Managed and maintained the organization's telephony infrastructure, including PBX systems, call routing configurations, voicemail systems, and auto attendants. Ensured high availability, scalability, and performance of telephony systems• Monitored and optimized voice quality and performance across the network. Identified and resolved issues related to call quality, voice latency, echo, and jitter to provide an exceptional user experience• Diagnosed and resolved voice-related issues, including call routing problems, connectivity issues, and telephony system outages. Collaborated with cross functional teams to perform root cause analysis and implement appropriate corrective actions• Liaise with vendors and service providers for procurement of voice equipment, software, and services. Managed vendor relationships, contracts, and service level agreements (SLAs)• Implemented and maintained voice network security measures to protect against unauthorized access and external threats. Ensured compliance with industry’s standards and regulations related to voice communication• Created and maintained accurate documentation of voice network configurations, diagrams, and standard operating procedures. Generated reports on voice system performance, capacity utilization, and call statistics• Kept abreast of industry trends, emerging voice technologies, and best practices. Evaluated and recommended new voice technologies and tools that enhance communication efficiency and reliability• Provide 24x7 support as needed• Worked on support tickets and requests as assigned

• Tested and audited billing processes to ensure that production scheduling is met.• Insured that all processes are documented and maintained with continuous improvement plans.• Performed invoice verification and review. • Prioritized and resolved expedited requests as needed.• Handled the technical aspects for understanding; translating and developing price plans for implementation into the billing system.• Analyzed CDR records to ensure calls are rating and taxing correctly.• Ensured products and pricing plans are tested before input into production system.• Performed daily toll investigations and run SQL queries.

• Ensured accurate billing, monitor account activity, handled credit maintenance, tracked and ensured timely management of follow-up, and reconciled customer accounts and systems changes.• Evaluated and implemented procedure revisions.• Performed support for issuance of end-user billing information into the billing system for various markets.